Customer Experience and Product Delivery Lead

Texas Health and Human Services; Austin (TX); On-site; USD 65,000 - 98,000; Full time

Job summary

Texas Health and Human Services seeks a Customer Experience and Product Delivery Lead to enhance how Texans interact with agency technology products and services. You will translate customer needs into requirements, adoption strategies, and delivery plans, working with program areas, IT teams, and vendors to ensure value realization.

You will develop adoption metrics, lead cross-functional delivery sessions, and provide executive-ready briefings on product health and progress.

Qualifications

• Graduation from an accredited four-year college or university with major coursework in information systems, business administration, mathematics, or a related field.
• At least 7 years of experience in enterprise IT environments, coordinating vendors, projects, or technology deployments.
• Experience with product management concepts, roadmaps, and adoption strategies is preferred.

Responsibilities

• Leads customer experience and product adoption activities across enterprise technology products and services.
• Coordinates product delivery from planning through implementation with defined scope, schedules, and readiness.
• Acts as a product liaison between customers, IT teams, vendors, and leadership to translate needs into roadmaps.
• Develops and monitors adoption metrics and prepares executive-ready reports.
• Provides guidance to cross-functional teams and ensures alignment with agency priorities.
• Completion of this learning path is required as part of the employee’s regular daily duties and responsibilities.

Skills

Customer experience

Product delivery

Stakeholder engagement

Requirements analysis

Vendor coordination

Change management

Data-driven decision making

Education

Bachelor's degree in Information Systems / Business Administration

Job description

Date: Aug 28, 2026
Location:
AUSTIN, TX

Join the Texas Health and Human Services Commission (HHSC) and be part of a team committed to creating a positive impact in the lives of fellow Texans. At HHSC, your contributions matter, and we support you at each stage of your life and work journey. Our comprehensive benefits package includes 100% paid employee health insurance for full-time eligible employees, a defined benefit pension plan, generous time off benefits, numerous opportunities for career advancement and more. Explore more details on the Benefits of Working at HHS webpage.

Functional Title: Customer Experience and Product Delivery LeadJob Title: Management Analyst IVAgency: Health & Human Services CommDepartment: AI OfficePosting Number: 20767Closing Date: 10/27/2026Posting Audience: Internal and ExternalOccupational Category: Computer and MathematicalSalary Range: $5,797.66 - $8,750.00Pay Frequency: Monthly
Salary Group: TEXAS-B-25Shift: DayAdditional Shift: Days (First)
Telework
Travel: Regular/Temporary: RegularFull Time/Part Time: Full timeFLSA Exempt/Non-Exempt: Exempt
Facility Location: Job Location City: AUSTIN
Job Location Address: 4601 W GUADALUPE ST
Other Locations: MOS Codes: 0510,0570,4502,4505,8016,8840,8852,8862,8870,11A,11Z,14FX,165X,171X,35PX,37A,37F,3N0X6,46A,612X,632X
641X,70A,70D,70E,712X,732X,INF,IS,SEI13,SEI15,YN,YNS
This position is open to U.S. Citizens and permanent residents.
This onsite role requires the selected candidate to work from an HHS office in Austin, Texas.

The enterprise customer experience and product delivery lead perform advanced customer-centered technology coordination, product enablement, and delivery work. This position is responsible for improving the customer experience for agency technology products and services by translating customer needs into product requirements, adoption strategies, delivery plans, and measurable outcomes. The role works closely with program areas, IT teams, enterprise architects, vendors, support organizations, and leadership to ensure assigned products are delivered effectively, adopted successfully, and continuously improved based on customer feedback, usage data, operational readiness, and business value.

Essential Job Functions

• Leads customer experience and product adoption activities for enterprise technology products and services, including customer discovery, stakeholder engagement, onboarding, training, communications, office hours, feedback loops, and adoption measurement. Develops customer journey maps, adoption plans, success measures, and user enablement materials to improve product understanding, satisfaction, utilization, and sustained value realization. (25%)
• Coordinates product delivery activities from planning through implementation, including scope definition, requirements clarification, schedule coordination, readiness assessment, risk and issue tracking, dependency management, release planning, operational handoff, and post-implementation review. Ensures delivery plans are aligned with agency priorities, enterprise standards, customer expectations, and support readiness. (25%)
• Serves as a product liaison between customers, program areas, IT delivery teams, vendors, support teams, and leadership. Elicits customer needs, analyzes pain points, documents requirements, prioritizes enhancements, and translates customer and operational feedback into actionable product roadmap recommendations, backlog items, decision materials, and continuous improvement opportunities. (20%)
• Develops and monitors product adoption and customer experience metrics, including usage trends, support patterns, satisfaction indicators, training participation, feature utilization, operational performance, and value realization. Produces executive-ready reports, dashboards, briefings, and recommendations that communicate product health, adoption progress, risks, trade-offs, and improvement actions. (10%)
• Supports vendor and cross-functional delivery coordination by facilitating working sessions, clarifying responsibilities, monitoring deliverables, validating customer acceptance criteria, escalating blockers, and ensuring customer-facing impacts are clearly communicated before, during, and after product releases. (5%)Provides leadership, guidance, and coordination to team members and stakeholders to accomplish customer experience, adoption, and product delivery objectives. May assign work, coordinate activities, review deliverables, and support continuous improvement of product delivery practices. Performs related work as assigned. (5%)
• Completion of this learning path is required as part of the employee’s regular daily duties and responsibilities. (15%)

Knowledge, Skills, And Abilities

• Knowledge of customer experience principles, customer journey mapping, user-centered design, service delivery, change management, and adoption strategies for enterprise technology products.
• Knowledge of product management practices, product lifecycle management, roadmap development, backlog prioritization, release planning, operational readiness, and value realization.
• Knowledge of enterprise IT environments, SaaS products, cloud platforms, shared technology services, integration dependencies, cybersecurity considerations, and multi-vendor delivery models.
• Skill in eliciting customer needs, documenting requirements, translating business needs into product features, and communicating product value to technical and non-technical audiences.
• Skill in coordinating cross-functional delivery across program areas, IT teams, support teams, vendors, governance groups, and executive stakeholders without direct authority.
• Skill in developing adoption plans, training strategies, communications, job aids, office hours, communities of practice, and stakeholder engagement approaches that improve product utilization.
• Skill in analyzing usage data, support trends, customer feedback, product performance metrics, and adoption outcomes to recommend improvements and inform leadership decisions.
• Ability to manage competing priorities, risks, issues, dependencies, and timelines while maintaining focus on customer experience, product adoption, and successful delivery.
• Ability to prepare executive-ready briefings, reports, decision materials, product health summaries, and recommendations that clearly communicate status, risks, trade-offs, and next steps.
• Ability to build productive relationships with customers and stakeholders, resolve concerns, facilitate alignment, and support continuous improvement in product delivery and customer outcomes.

Preferred Skills

• Experience leading product adoption, customer enablement, or change management for enterprise technology products, SaaS platforms, Microsoft 365 Copilot, Power Platform, artificial intelligence tools, or similar digital services.
• Experience managing product delivery from pilot through enterprise rollout, including readiness planning, communications, training, support transition, release coordination, and post-launch improvement.
• Experience developing product roadmaps, adoption dashboards, customer success metrics, executive briefings, business cases, stakeholder presentations, or value realization reports.
• Experience working in a CTO, enterprise architecture, product management, customer success, portfolio management, or centralized technology delivery organization.
• Professional certifications in product management, project management, change management, customer experience, Agile delivery, Microsoft 365 Copilot, Power Platform, artificial intelligence, or related technologies are preferred.

Registrations, Licensure Requirements Or Certifications

None

INITIAL SELECTION CRITERIA

Graduation from an accredited four-year college or university with major coursework in information systems, business administration, mathematics, or a related field is generally preferred.

At least 7 years of experience in enterprise IT environments, including hand-on experience coordinating vendors, projects, financial management, or technology deployment initiatives, is required.

Additional Information

Any employment offer is contingent upon available budgeted funds. The offered salary will be determined in accordance with budgetary limits and the requirements of HHSC Human Resources Manual.

Selected candidates must be legally authorized to work in the U.S. without sponsorship.

Selected candidate must be willing to commute to the office on the required days.

Review our Tips for Success when applying for jobs at DFPS, DSHS and HHSC.

Active Duty, Military, Reservists, Guardsmen, And Veterans

Military occupation(s) that relate to the initial selection criteria and registration or licensure requirements for this position may include, but not limited to those listed in this posting. All active-duty military, reservists, guardsmen, and veterans are encouraged to apply if qualified to fill this position. For more information please see the Texas State Auditor’s Job Descriptions, Military Crosswalk and Military Crosswalk Guide at Texas State Auditor’s Office - Job Descriptions.

ADA Accommodations

In compliance with the Americans with Disabilities Act (ADA), HHSC and DSHS agencies will provide reasonable accommodation during the hiring and selection process for qualified individuals with a disability. If you need assistance completing the on-line application, contact the HHS Employee Service Center at 1-888-894-4747. If you are contacted for an interview and need accommodation to participate in the interview process, please notify the person scheduling the interview.

Pre-Employment Checks And Work Eligibility

Depending on the program area and position requirements, applicants selected for hire may be required to pass background and other due diligence checks.

HHSC uses E-Verify. You must bring your I-9 documentation with you on your first day of work. Download the I-9 Form

Telework Disclaimer

This position may be eligible for telework. Please note, all HHS positions are subject to state and agency telework policies in addition to the discretion of the direct supervisor and business needs.

Nearest Major Market: Austin